CRA conducts research from the premise that there is a difference between data and knowledge — and that our job is to help leaders see the latter in the former. In addition to our expertise in qualitative and quantitative research methods, we have a solid track record of helping clients (1) choose the right research approach, (2) implement it in a way that sends the right messages to their organization and respondents, and (3) translate the findings into action.
Our research practice offers clients full-service research expertise across several domains, including:
- Communication effectiveness research: For too long, communication effectiveness research has focused on communication outputs rather than business outcomes. We measure communication effectiveness in a way that leaders actually care about: by measuring the leadership team’s “strategic agenda” — those things leaders need internal audiences to believe, know, do, and feel if they are to deliver business outcomes.
- Communication audits: We offer two approaches to communication audits (which clients can employ individually or in parallel). The more traditional, quantitative approach measures channels, products, and messages from the employees’ perspective. The results pinpoint content priorities, sources of information overload, and the relative value of internal communication channels and products. A second, more qualitative approach identifies critical communication outcomes (for example, incidents when employees felt respected, lied to, informed, or overloaded) — and then works backward to identify what works and what doesn’t in creating those outcomes.
- Internal client satisfaction research: Drawing on a variety of proven models, we help groups assess the perceptions of their internal clients. Our approach includes back-end facilitation to help the group translate their research results into action.
- “Culture of Accountability” audits: Accountability is a burning issue in almost every organization. Whether the focus is to create greater accountability for high performance, SOX compliance, performance management, or something else, our approach helps leaders identify what needs to happen so that employees will do what’s needed.
- Customer attitudes and the effectiveness of external communication: We gather customer feedback in a manner that lends itself immediately to the implementation of tracking and improvement efforts. Our team conducts a full range of customer assessments, from focus groups to international telephone surveys. View case studies: Orange & Rockland; ConEdison.
To learn more about CRA’s research practice, please call Audrey Knox at 610.644.5597 extension 210.